Job Description:

Role Overview

The Customer Support Executive will be the first line of interaction for our merchants, combining customer support excellence with proactive success ownership. You will ensure merchants feel supported, resolve operational queries quickly, and guide them towards using Printrove effectively to grow their business.

This role is 70% reactive support (handling tickets, calls, shipping issues) and 30% proactive success activities (onboarding, engagement).

This role is critical as you'll act as the bridge between our merchants and internal teams (operations, sales, product).

Key Responsibilities:

Customer Support (Reactive):
- Respond to merchant tickets, calls, and live chat on Zoho Desk with empathy and accuracy.
- Process NDR (Non-Delivery Report) actions daily.
- Troubleshoot operational issues such as orders, printing, shipping, or integrations.
- Escalate recurring or critical issues to the operations/product teams and ensure closure.

Customer Success (Proactive):
- Onboard current merchants smoothly — guide them through integrations,



catalog access, and first sample orders.
- Nudge merchants towards success milestones (placing their first order, upgrading to Business Plan, scaling monthly orders).
- Track merchant health metrics (order frequency, repeat rates, quality issues) and follow up proactively.
- Collaborate with the Sales/KAM team to upsell or cross-sell relevant products and services.

Collaboration & Ownership:
- Document recurring issues and feedback on ClickUp for process improvements.
- Partner with Operations to resolve root causes of quality or shipping complaints.
- Support Marketing in community campaigns, webinars, and engagement initiatives for merchants.
- Continuously improve knowledge base, playbooks, and SOPs to make merchant support more efficient.

What Success Looks Like
- Merchant queries are resolved quickly with minimal escalations.
- New merchants complete onboarding smoothly and place their first orde

📌 Customer Support Executive (Chennai)
🏢 Vedita Ventures
📍 Chennai